Hotel Log
The Hotel Log is designed to record information related to issues and complaints. You can use it to add issues and complaints and to attach specific guests and employees to these issues and complaints. It is a very flexible to configure it with your own categories for issue and resolution. It may be that this Service Complaint Log will form an important part of your existing Duty Managers Log in the hotel.
Overview
The hotel log has two main views.
1. The Dashboard which shows the number of items in each status group along with when they were recorded up to the 3 months
2. The list view which shows a list of all items based on the filters recorded.
This log provides four sections to record as much information as possible for each service issue or complaint. Additionally, the system records all changes made to a record, giving you a complete history of when an item was added, acknowledged by the duty manager, edited, and resolved.
The log is ready to use with a simple setup. See the section below for more information.
Dashboard and List Views:
The 4 sections on the Add screen:
Set Up
To set up hotel log, navigate to the Hotel Log on your Navigation Bar and click the settings button.
1. Add list of all possible guest related concerns under issue type tabs. If you need to remove an item you can either untick the in use check box if the item has been used on a record before. If it has never been used, you can delete the item by clicking the cross
2. Repeat the same steps for the Resolution Tab list out all the possible resolution options for the above issue types.
3. Enter all users who may need to be alerted as individuals for each item. Users will need to have an employee account active to be selected in this window.
4. If you wish to be able to send alerts to a set group of users these can be created in the Group Alert Tab. Add your Message Group i.e Executive Team, add the devices you want to be notified and if they can be notified when not active.
5. Once your set up is complete ensure that your users have the required access. Under their User Account, select advanced settings and enable access to Service Issue / Complaint
Record Guest Service Issues/Complaints
Please refer to the attached document for the details on how to record a guest service issue/complaint.
Note: Do not use the Hotel Log to record guest requests or staff requests. These requests must
be added to the system using the Submit Request option.
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